The RoleWe are looking for a Support Engineer to join our team and be the technical front line for our customers. You will own customer-reported issues end to end - diagnosing problems, working directly with our engineering team to resolve them, and helping shape a product that gets better with every ticket. This is a hands-on, high-impact role at an early-stage company, where the support function itself is still being built and you9ll have real influence over how it works.
Your key responsibilities will include:
- Serve as the primary technical point of contact for customer-reported issues, troubleshooting problems across our web app, integrations, and APIs
- Reproduce, diagnose, and triage bugs, distinguishing between user error, configuration issues, and genuine product defects
- Partner closely with engineering to escalate, track, and resolve technical issues, providing clear reproduction steps and context
- Monitor support channels and ensure timely, high-quality responses that meet our SLAs
- Build and maintain internal documentation, FAQs, and troubleshooting guides to reduce repeat issues
- Identify patterns across customer issues and proactively flag product improvements to engineering and product teams
- Support customer onboarding and technical enablement as needed
- Use logs, dashboards, and SQL to investigate the data and system behavior behind reported issues
Qualifications for the role include:
- 2-4 years of experience in a technical support, support engineering, or software engineering role, ideally at a B2B SaaS company
- Strong troubleshooting and debugging skills, with comfort reading code (Python, JavaScript/TypeScript) even if you9re not writing production features day to day
- Familiarity with APIs, web applications, and basic database/SQL concepts
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both customers and engineers
- Highly organized, with strong ownership of customer issues from first report through resolution
- Past experience or strong interest in generative AI
- Highly collaborative mindset with strong problem-solving skills
How We OperateAt Letter AI, we want you to be unapologetically you while operating with our core principles in mind:
- Customer-obsessed: Make your customers unreasonably happy and everything else will fall into place
- Ambitious yet practical: Set big goals, but stay grounded with disciplined execution and ruthless prioritization
- Direct yet kind: Never hold back from speaking your mind, but do so in a way that is kind to your colleagues
- Driven yet humble: Push for excellence and deliver fast, but keep your humility
What9s in it for you?- Compensation: $80k-$110k base salary, depending on experience, expertise, and expected impact, plus variable compensation
- Ownership: Every full-time teammate receives Letter stock options, so you can share in the value you help create
- Benefits that have you covered: Comprehensive medical, dental, and vision coverage, plus a 401(k) with company match
- Benefits for the everyday: Company-supported commuter, connectivity, and wellness benefits, plus daily lunch in our Chicago and San Francisco offices
- Team events: Happy hours, dinners, events, and offsites with a team that genuinely enjoys spending time together
- Build with us: Join a fast-growing startup where you9ll have meaningful ownership and impact, working closely with top-notch teammates to help build and scale Letter
